Ingrid Lotze - Call Centre Conference 2011 - 23 February 2011

The new frontier - impact of social media in your call centre

Superior customer service Motivation Time Management Stress Management Telephone Etiquette and best practice Listening Skills Talk with confidence Handling difficult Customers How to ask questions How to deal with unhappy customers Your Agenda:- Success in a call centre

Social media is established as the platform of choice for collaboration, knowledge management and social learning within the enterprise space. The concepts contained in this slide are copyright to Firestring [Pty] Ltd

Formal knowledge documents, projects plans, presentations and so on) Tacit knowledge the conversations and comments between people and between people and content. The concepts contained in this slide are copyright to Firestring [Pty] Ltd A social network is a generative platform for:-

Objectives for social media in the call centre

Turns businesses into learning organisations. How did you learn to do what you do well? Mostly through interacting with other people who were already doing it well. Workplace learning is a social process... as we work together, we learn together A social network .....

What outcomes can social media bring? Improving your customer experience * increasing customer loyalty and retention by improving the effectiveness of your call centre staff Assist with the HR functions in your call centre * Performance reporting in your call centre – monitoring quality to improve agent’s capability to deliver better service * Reward and recognition – Assist with the transformation journey - skills transfer * Right Knowledge * Right channel * Right information * Right now Motivation strategies to ensure the retention of employees

Don’t ask do we need social media Ask: Do the teams in your business keep re-inventing the wheel? Are you struggling to run efficiently and get people on the same page? Ask: Do you need to stay competitive and accelerate innovation and efficiencies in your business? Ask: Do you need to see a Return on Investment in your Interactions? The concepts contained in this slide are copyright to Firestring [Pty] Ltd

79% of the top 100 companies in the Fortune500 are using social media today.

The principles of keeping CCA’s motivated Founded on the psychology of employee motivation The need for context and purpose The need to belong The need to contribute The need to be valued The need for safety The concepts contained in this slide are copyright to The Virtual Works [Pty] Ltd

Social media shifts the parameters

Putting social media to work for call centres . The concepts contained in this slide are copyright to The Virtual Works [Pty] Ltd

Objectives of an effective CCA engagement programme Connect employees to strategic role and shares information personally Pulls continuous back feedback from each employee and shares with co-workers Aggregates and shares quantitative and qualitative feedback and sends upwards Processes employee-driven recognition of peer contributions to strategy and appreciates

Example of SM used to connect everyone & interactively engage and collaborate The concepts contained in the presentation are copyright to The Virtual Works [Pty] Ltd Self managed profile and tags connects employees to tribes Cascades a strategic role to every employee Tools to recognise and appreciate peer contributions Tools to feedback on strategy implementation/performance

The concepts contained in this presentation are copyright to The Virtual Works [Pty] Ltd

Simplified info presentation – tag clouds The concepts contained in this presentation are copyright to The Virtual Works [Pty] Ltd Knowledge Management

Connecting to strategy & information and then collaborating The concepts contained in the presentation are copyright to The Virtual Works [Pty] Ltd

Powered up ‘Search’ The concepts contained in this presentation are copyright to The Virtual Works [Pty] Ltd

Share information and opinions Multimedia The concepts contained in this presentation are copyright to The Virtual Works [Pty] Ltd

Collaboration (i.e. Strategy Wiki)

Micro implementation – do one thing HR function

Case study – it doesn’t have to be complicated

“ During the last couple of weeks we have been logging the type of queries and question that they receive. The relevant documents are on Ikhaya and the Toolkit has been tailored to ensure that you have the information available to answer your customers queries. Also available in the toolkit are the questions you need to ask to determine your customers requirements – once you have accurately determined the need, you can use the documents showing the ranges, the competitor comparisons, the pricelist and availability schedule to recommend the products that will fit your customers requirement. You are now empowered to service your customer without having to make them wait for you to source the information! “

Superior customer service  Motivation  Time Management  Stress Management  Telephone Etiquette and best practice  Listening Skills  Talk with confidence  Handling difficult Customers  How to ask questions  How to deal with unhappy customers  Success in a call centre using social media

Social CRM is the next big thing But wait, there is more....

Social media can have a huge impact in your call centre The concepts contained in this slide are copyright to Firestring [Pty] Ltd

Thank you for kind attention A special thank you to Firestring, The Virtual Worx and eGain for their contribution to this presentation

[email_address] t: + 0860 PURUMA (787 862) m: +27 83 447 3438 www.puruma.com LinkedIn: http://www.linkedin.com/in/ingridlotze Twitter: http://twitter.com/ingridlotze Skype : lotzemoffat Blog: lotzemoffat.wordpress.com

Ingrid Lotze - Call Centre Conference 2011 - 23 February 2011

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Ingrid Lotze - Call Centre Conference 2011 - 23 February 2011